Apple West 14th Street NY 10014

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Yousef Kawar

I went to the Apple Store on West 14th Street, NYC, to buy a Mac Studio as a birthday gift, and I planned to pay in cash. I was dealing with a sales associate and a manager, and everything seemed fine, cash and in store pickup were confirmed. After two hours of gift-card workarounds, they suddenly said it had to be shipped. I cancelled and asked for a refund, which took even longer because the payment was split across three gift cards. The final senior manager was unprofessional, dismissive, and even suggested he could ask me to leave for speaking up. My birthday was ruined, I was stressed and shaken, and the whole experience was disorganized and exhausting. On top of everything, the last gift card, which they had to refill, took ages to get back to me. They called me after an hour while I was still recovering from the stress and frustration, asking me to come back to pick it up. It was horrible and added even more to an already terrible experience. After all these things, imagine my mood after trying to buy my Mac Studio. I called my friends and canceled my plans because I was very late and in a very bad mood. Imagine that feeling, just like that. A huge shame on Apple, no, double that, a huge shame on you, Apple. What a disgusting experience. I will never forget this.

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peter novak

Nice folks and well maintained space, but what's the point of the genius bar customer service if they are not enabled by HQ to actually provide customer service? For certain functions you need an apple product (vs log in from a PC etc) and admin account to manage, but non of their apple devices at the service desk are unlockable at admin level so they cannot help. If you don't have another Apple device if your own, you are out of luck.

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Sergeant

Be careful with this store. A lot of “mansplaining” here. I should caveat I’m an MIT grad and extremely tech savvy I want better for Apple and this store. A good portion of the team are under skilled and it overshadows those who probably really are doing an excellent job at the store.<br><br>They didn't realize my wealth of tech knowledge and lied about so much. They lied about the current state of our device, trying to get me to purchase a new phone. I did an alternate troubleshoot and fixed our phone. I was also lied to about the purchase options and told I had to buy the phone outright and I said "no I don't have to". He didn't explain any options and rushed me through the process.<br><br>The manager in the genius bar on Saturday was the same way. We came in at about 11am.<br><br>Again, I genuinely do believe the store can turn this around. I am honestly rooting for the store to address these issues and get better